Service Level Manager

We are a Singapore Headquartered Recruitment Consulting Company. Our client in QATAR from the TELECOMMUNICATIONS industry is looking to hire a "Service Level Manager" for a permanent assignment. The following are the skills required for the position.
Role Overview
The service level manager’s ultimate objective is to establish for the company the infra-structure (in all forms) that delivers “operational excellence”. Then work with all parties to ensure that operational excellence it maintained on a consistent professional basis and handle the introduction of new platforms, services, and infra-structure as the business develops
Within that the role responsibilities are to build and manage the post implementation relationship for the company’s Technology Services at a senior level, both reactively and proactively. Thereby enhancing the customer’s experience from the company and increasing loyalty and value to our business.

Core Responsibilities
1.Operational accountability for live services, ensuring the continued delivery against agreed service levels, while maintaining awareness of all circumstances affecting owned services including Incidents, Problems, Changes, Service Maintenance Plans, Service Improvement Plans, and Service Risks.
2.Ensure services are delivered to SLA/KPI requirements and documented standards and capability, by both managing OLA delivery, and monitoring SLA KPI trends in the face of continually evolving business and technology environments.
3.Provide the organisation with the needed performance reporting on KPIs, SLAs on the service. Takes actions to correct deficits in SLA’s.
4.Manage company’s key Global/Supplier relationships and network proactively across the Group to understand developments in products and service delivery.
5.Owning, managing and maintaining the internal Supplier relationships with the Technology Domain system / service owners for the performance of technology Domain services and systems under OLA which underpin the owned In-Service Technology Services.
6.Negotiate OLAs with Process Owners / Managers for the supply of Technology processes which underpin the owned Services.
7.Provide the interface to the Customer during periods of intense activity e.g. during Major Incidents, escalating actual or potential SLA or OLA breaches.
8.Provide primary point of contact for continuous failure of, or threat to, service levels or any major service problems that are not being satisfactorily handled by the BAU process.
9.Input to and sponsorship of SIP content for execution by Service Improvement Managers.
10.Provide Service Owner Approval for all changes affecting owned Services.

Qualifications
Strong technical understanding of a specific set of company’s services and their importance to the customer
3 – 5 years Service Management experience
3 – 5 years Telecomms Industry experience
5 years - Attains and maintains strong relationships with internal and external customers and suppliers. Furthermore, the ability to influence and negotiate with all customers.
Educated to degree level (or with equivalent professional experience), or relevant further qualification an advantage.
Proven desire for personal and career development strongly encouraged.
Capability to operate in a changing environment and to drive significant changes into the organisation.
Confidence to work with and provide appropriate challenge to senior individuals across different parts of the organisation.
At least 3 years Service Management experience and Knowledge of ITIL and eTOM processes.

Client offers competitive Tax Free Expat Package.
Interested candidates are requested urgently to send their CVs to ravi@webecome.com.

Thanks,

We are the only people in this biz who say,
Yours Personally

K. Ravi
Global Director - "Human Capital"
WeBecome.Com (S) Pte Ltd
P.O.Box 744, Marine Parade
Singapore 914409
By Sheila Lorenzo, PHR, Sr. Recruitment Consultant at WeBecome